Job Description
Job Title:  Data Collection & Technical Support Specialist- Philadelphia
City:  Philadelphia
State/Province:  Pennsylvania
Posting Start Date:  9/4/26
Wipro Limited (NYSE: WIT, BSE: 507685, NSE: WIPRO) is a leading technology services and consulting company focused on building innovative solutions that address clients’ most complex digital transformation needs. Leveraging our holistic portfolio of capabilities in consulting, design, engineering, and operations, we help clients realize their boldest ambitions and build future-ready, sustainable businesses. With over 230,000 employees and business partners across 65 countries, we deliver on the promise of helping our customers, colleagues, and communities thrive in an ever-changing world. For additional information, visit us at www.wipro.com.
Job Description: 

Job Description

Role Purpose

The purpose of the role is to provide effective technical support to the process and actively resolve client issues directly or through timely escalation to meet process SLAs

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Do

  • Support process by managing transactions as per required quality standards
    • Fielding all incoming help requests from clients via telephone and/or emails in a courteous manner
    • Document all pertinent end user identification information, including name, department, contact information and nature of problem or issue
    • Update own availability in the RAVE system to ensure productivity of the process
    • Record, track, and document all queries received, problem-solving steps taken and total successful and unsuccessful resolutions
    • Follow standard processes and procedures to resolve all client queries
    • Resolve client queries as per the SLAs defined in the contract 
    • Access and maintain internal knowledge bases, resources and frequently asked questions to aid in and provide effective problem resolution to clients
    • Identify and learn appropriate product details to facilitate better client interaction and troubleshooting 
    • Document and analyze call logs to spot most occurring trends to prevent future problems
    • Maintain and update self-help documents for customers to speed up resolution time
    • Identify red flags and escalate serious client issues to Team leader in cases of untimely resolution
    • Ensure all product information and disclosures are given to clients before and after the call/email requests
    • Avoids legal challenges by complying with service agreements

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  • Deliver excellent customer service through effective diagnosis and troubleshooting of client queries
    • Provide product support and resolution to clients by performing a question diagnosis while guiding users through step-by-step solutions
    • Assist clients with navigating around product menus and facilitate better understanding of product features 
    • Troubleshoot all client queries in a user-friendly, courteous and professional manner
    • Maintain logs and records of all customer queries as per the standard procedures and guidelines
    • Accurately process and record all incoming call and email using the designated tracking software
    • Offer alternative solutions to clients (where appropriate) with the objective of retaining customers and clients business
    • Organize ideas and effectively communicate oral messages appropriate to listeners and situations
    • Follow up and make scheduled call backs to customers to record feedback and ensure compliance to contract /SLAs

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  • Build capability to ensure operational excellence and maintain superior customer service levels of the existing account/client
    • Undertake product trainings to stay current with product features, changes and updates
    • Enroll in product specific and any other trainings per client requirements/recommendations
    • Partner with team leaders to brainstorm and identify training themes and learning issues to better serve the client
    • Update job knowledge by participating in self learning opportunities and maintaining personal networks

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Deliver

No Performance Parameter Measure
1 Process No. of cases resolved per day, compliance to process and quality standards, meeting process level SLAs, Pulse score, Customer feedback
2 Self- Management Productivity, efficiency, absenteeism, Training Hours, No of technical training completed

 

Data Collection Operator

Job-Type: Full-time direct hire position.

Location: 800 John F Kennedy Blvd, Philadelphia, PA 19107 (onsite only)

Work authorization: US Citizen or US Green Card only

Pay: $17.79/hr

Hours: Monday-Friday (various shift times start early as 7:00am EST and end as late as 8:30pm EST)

 

Position Summary

The Data Collection Operator is responsible for delivering a world-class participant experience while accurately collecting, validating, and processing data in accordance with established Standard Operating Procedures (SOPs). This role requires strong attention to detail, professionalism, technical troubleshooting skills, and the ability to operate efficiently in a fast-paced environment.

Successful candidates demonstrate a strong sense of urgency, maintain high-quality standards, safeguard confidential information, and consistently follow processes while representing the client and Wipro professionally. Operators are expected to be dependable, punctual, customer-focused, and capable of identifying and escalating issues quickly.

Key Responsibilities

  • Conduct data collection activities according to approved SOPs and quality standards.
  • Ensure all participant interactions are professional, welcoming, and customer-focused.
  • Maintain data accuracy, completeness, and quality throughout the collection process.
  • Follow all security, privacy, and confidentiality requirements when handling sensitive information.
  • Monitor participant schedules and support efficient participant transitions to maintain study throughput.
  • Troubleshoot basic software, hardware, network, and Mac OS issues.
  • Escalate operational, technical, safety, or participant concerns promptly.
  • Maintain a clean, organized, and professional work environment.
  • Accurately document activities, incidents, and operational findings.
  • Support continuous improvement initiatives and provide feedback on process enhancements.
  • Complete all required compliance and training requirements on time.
  • Collaborate effectively with team members, Shift Leads, Program Leads, and client stakeholders.
  • Adhere to attendance, punctuality, and schedule commitments.

 

Required Qualifications

  • High School Diploma or GED required.
  • Minimum 1 year of experience in customer service, operations, technical support, troubleshooting, data collection, or a related field.
  • Experience diagnosing and resolving software and hardware issues.
  • Ability to work independently while maintaining high productivity.
  • Ability to manage multiple priorities in a fast-paced environment.
  • Ability to maintain professionalism under pressure.
  • Reliable attendance and punctuality record.
  • Ability to follow written procedures and work instructions consistently.

 

Preferred Qualifications

  • Experience working with Mac OS environments.
  • Experience in data collection, research, laboratory, or technology-related operations.
  • Understanding of quality assurance and process compliance principles.
  • Experience working with confidential or sensitive information.

 

Success in This Role

Successful Data Collection Operators consistently:

  • Arrive on time and ready to work.
  • Follow SOPs without deviation.
  • Troubleshooting various devices
  • Deliver a positive participant experience.
  • Maintain high data quality standards.
  • Demonstrate strong Mac OS and technical troubleshooting skills.
  • Minimize participant wait times and support efficient study operations.
  • Communicate proactively and escalate issues appropriately.
  • Protect confidential information and maintain security standards.
  • Take ownership of their performance and contribute positively to team success.

Core Competencies

  • Customer Service Excellence
  • Mac OS Knowledge and Troubleshooting
  • Various device troubleshooting
  • Process and SOP Compliance
  • Attention to Detail
  • Quality Focus
  • Accountability and Ownership
  • Professionalism
  • Teamwork and Collaboration
  • Time Management
  • Adaptability
  • Communication Skills
  • Critical Thinking and Problem Solving
  • Sense of Urgency
  • Security and Confidentiality Awareness

 

 

Mandatory Skills: Geographic Information Systems(Maps) .

 

The expected compensation for this role ranges from $25,000 to $50,000 .

 

Final compensation will depend on various factors, including your geographical location, minimum wage obligations, skills, and relevant experience. Based on the position, the role is also eligible for Wipro's standard benefits including a full range of medical and dental benefits options, disability insurance, paid time off (inclusive of sick leave), other paid and unpaid leave options.

 

Applicants are advised that employment in some roles may be conditioned on successful completion of a post-offer drug screening, subject to applicable state law.

 

Wipro provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, or local laws. Applications from veterans and people with disabilities are explicitly welcome.

 

Reinvent your world. We are building a modern Wipro. We are an end-to-end digital transformation partner with the boldest ambitions. To realize them, we need people inspired by reinvention. Of yourself, your career, and your skills. We want to see the constant evolution of our business and our industry. It has always been in our DNA - as the world around us changes, so do we. Join a business powered by purpose and a place that empowers you to design your own reinvention.
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Any complaints or concerns regarding unethical/unfair hiring practices should be directed to our Ombuds Group at ombuds.person@wipro.com.

We are an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, caste, creed, religion, gender, marital status, age, ethnic and national origin, gender identity, gender expression, sexual orientation, political orientation, disability status, protected veteran status, or any other characteristic protected by law.

Wipro is committed to creating an accessible, supportive, and inclusive workplace. Reasonable accommodation will be provided to all applicants including persons with disabilities, throughout the recruitment and selection process. Accommodations must be communicated in advance of the application, where possible, and will be reviewed on an individual basis. Wipro provides equal opportunities to all and values diversity.